on 02-12-2016 05:31
Good Day Ladies and Gentlemen,
Greetings from the other side of the pond, so to speak. Over the last few weeks I've been perusing various user forums across North America and Europe for issues related to Intel Puma 6 modem latency. Of those forums, your Hub 3 stands out as yet another Puma 6 based modem where users see continuous latency no matter what site is used or what online game is played. Considering all of the problems that are on the go, the following information should be of interest to all Hub 3, Compal CH7465-LG and Hitron CGNV4 modem users. There is much more to post regarding this, so this is a start, to alert VM users as to the real cause of the latency and hopefully engage the VM engineering staff, via the forum staff, with Arris. I am surprised to see that there has been no mention on this board of users from other ISPs who are suffering the exact same issues with their modems, so, this may come as a surprise to some, and possibly old news to others.
So, the short story ........
The Hub 3 / Compal CH7465-LG (TG2492LG) & Hiton CGNV4 modems are Intel Puma 6 / 6 Media Gateway (MG) based modems. These modems exhibit high latency to the modem and high latency thru the modem. The latency affects all IPV4 and IPV6 protocols, so it will be seen on every internet application and game. The basic cause is the processing of the data packets thru a CPU software based process instead of thru the hardware processor / accelerator. It appears that a higher priority task runs periodically, causing the packet processing to halt, and then resume. This is observed as latency in applications and in ping tests to the modem and beyond. For the last several weeks, Hitron, along with Intel and Rogers Communications in Canada have been addressing the latency issue within the Hitron CGNxxx series modems. To date, only the IPV4 ICMP latency has been resolved. Although this is only one protocol, it does show that a Puma 6MG modem is capable of using the hardware processor / accelerator with good results. Currently Rogers is waiting for further firmware updates from Hitron which should include an expanded list of resolved protocol latency issues. For Arris modems, "Netdog" an Arris engineer indicated last week that Arris was onboard to address the issue for the Arris SB6190 modem. That should be considered as good news for any Arris modem (read Hub 3) user as Arris should be able to port those changes over to other Puma 6/6MG modems fairly quickly. This is not a trivial exercise and will probably take several weeks to accomplish. Note that there is no guarantee at this point that it is possible to shift all packet processing to the hardware processor / accelerator without suffering from any packet loss side effects. Time will tell if all of the technical issues can be resolved with the current hardware included in the Puma 6/6MG chipset. Last night, Netdog loaded beta firmware on selected test modems on the Comcast Communications network. As this was only done last night, it's too soon to tell what this version resolves and if it was successful or not. Netdog has contacts with staff at Comcast, Rogers, Charter and Cox Communications to fan out beta versions and modifications for testing. I'd say its time to add Virgin Media and/or Liberty Global to that group as well.
Recent activity:
Approx three weeks ago a DSLReports user, xymox1 started a thread where he reported high latency to an Arris SB6190 and illustrated that with numerous MultiPing plots. This is the same latency that I and other users with Rogers communications have been dealing with for months so it came as no surprise. As well as reporting via that thread, xymox1 took it upon himself to email several staff members at Arris, Intel, Cablelabs and others. The result of that campaign was Netdog's announcement, last week, that Arris was fully engaged at resolving the issue. That has led to last nights release of beta firmware, although as I indicated its too early to determine what the beta firmware resolves, if anything.
The original thread that xymox1 started is here:
Yesterday, DSLReports issued a news story covering the thread:
Today, Arris responded:
That response was also picked by Multichannel.com
http://www.multichannel.com/news/distribution/intel-arris-working-firmware-fix-sb6190-modem/409379
This is more news likely to appear in the next few days as additional tech and news staff pick up on this issue.
Hub 3 observations:
Like many others using a Puma 6/6MG modem, Hub 3 users are experiencing latency when they ping the modem, or ping a target outside of the home, game online or use low latency applications. The common misconception is that this is Buffer Bloat. It's not. Its most likely a case of the packet processing stopping while the CPU processes a higher priority task. The packet processing is done via the CPU no matter what mode the modem is operating in, modem mode or router mode and no matter what IPV4 or IPV6 protocol is used. Normally, the latency is just that, latency. The exception are UDP packets. In this case there is latency and packet loss. The result of that is delayed and failed DNS lookups, and poor game performance for games that use UDP for player/server comms or player/player comms.
Can this be fixed?
So far, it appears that the answer is yes. Rogers Communications issued beta firmware to a small group of test modems in October. This version shifted the IPV4 ICMP processing from the CPU to the hardware processor / accelerator, resulting in greatly improved performance in ping latency. At the present time we are waiting for the next version firmware which should shift other protocols over to the hardware processor / accelerator. That can be seen in the following post:
The details and results of last nights beta release to the Comcast group have yet to be seen.
At this point there is enough reading to keep most staff and users busy. My intention is to post some of the history leading up to this point and instructions on how to detect the latency and packet loss. This is not thru the use of a BQM. I had hoped to post this all at once but events are moving much faster than I had thought they would. For now this should suffice to get the ball rolling.
Below is a link to a post with a couple of HrPing plots from my 32 channel modem to the connected CMTS. This shows the latency that is observed and reflects what others have posted in this forum using Pingplotter and HrPing.
https://www.dslreports.com/forum/r31106550-
HrPing is one of the freebie applications that can be used to monitor the latency to and thru the modem.
Pingplots with Pingplotter which show the latency from my modem to the CMTS can be found in the first two to three rows of my online image library at Rogers Communications, located below. They are essentially what the BQM would look like if you were able to zoom into the plot to the point where you could see the individual ping spikes. Those ping spikes are common to Puma 6 and Puma 6MG modems.
http://communityforums.rogers.com/t5/media/gallerypage/user-id/829158
[MOD EDIT: Subject heading changed to assist community]
on 08-12-2017 17:56
@Adduxi wrote:
@chriswheeler wrote:Virgin Media has a duty to make sure what ever they are rolling out to customers works, they have not done that and have just rolled out a faulty product without any testing.
Incorrect. All hubs are subject to testing, both internally and by a selection of users on this Forum.
How VM deal with bug reports is up to them, but they are tested, I can assure you.
While your answer is technically correct, it's not contextually correct - they test them according to their basic minimum internal certification requirements, not according to any and all potential real world scenarios, such as Gamers experiencing lag and/or VoIP latency. To be fair the entire modem/router industry did not even contemplate testing latency to this degree until this issue became so apparent in the puma series chipsets. This is now, of course, much more noticeable due to the up-shift in speeds & bonded channels used on the Virgin media network for fast tier cable subscriptions.
What is not in dispute is that VM were acutely aware that feedback from the SH3 trial users did indicate there were latency issues. They chose to ignore that observation/fact and press ahead with full SH3 public release. They also have chosen to this day to not disclose/advise anything official in their marketing/advertising that there is a latency problem with their entire line of SH3 modems. At the same time they are pushing everyone to upgrade to this dodgy chipset.
Add in the mix that they, until recently, offered a dedicated gamer package is just salt into the would for latency sensitive users. Arguably supplying the SH3 with known latency issues could definitely be construed as 'false advertising' or misrepresentation for this use case.
I can see already tempers are very high amongst users who are affected as the responsiveness of VM leaves a lot to be desired.
At the end of the day a fix needs to come out sooner rather than later and/or a modem replacement asap. Keeping us in the dark and not fixing the issue for such a long time has been a complete disservice to the customer base and the now unhappy customers are likely to bail on VM when any other service providers step in to fill the gap.
your turn VM.
on 10-12-2017 09:18
Ah now this explains a lot. I was searching the forums to see why my internet was suddenly having terrible latency after an engineer had come to repair a fault and come across this and see many people with same issue. I'm getting terrible latency when having a couple games of fifa or even using viber, I see the superhub 3 may be the cause. just wanted to add a post just to show that more and more people will be affected while they are handing out superhub 3.
To think I had the superhub 1 before the engineer came round. Had I known the problems I would have asked him not to swap. I hope for a fix soon, although seeing as this has been an issue for 2 years? I wont hold my breath.
10-12-2017 10:58 - edited 10-12-2017 11:00
@Adduxi wrote:
@chriswheeler wrote:Virgin Media has a duty to make sure what ever they are rolling out to customers works, they have not done that and have just rolled out a faulty product without any testing.
Incorrect. All hubs are subject to testing, both internally and by a selection of users on this Forum.
How VM deal with bug reports is up to them, but they are tested, I can assure you.
I can assure you that when I was a trialist for the SH3 the latency issues were highlighted, along with others. We were all amazed when then started shipping buggy SH3's to new customers, even more so when they started Marketing a "Gamer" package.
What is the point of testing if you ignore the feedback - terrible customer relations.
on 10-12-2017 13:03
10-12-2017 13:09 - edited 10-12-2017 13:11
on 10-12-2017 13:29
The only conclusion I can reach about VM's silence and obstinate unwillingness to fix this issue after all this time:
They don't give a **bleep** about it because they don't truly care about their customers once they're in a contract.
Everyone should make future broadband purchasing decisions with this in mind. It's absolutely outrageous the only option we have is to spend hours on the phone hoping and trying to speak to some guy called Tristan who is the only person in this MASSIVE company who is willing to help! Completely lost all faith in this company, it's almost comical at this point.
[MOD EDIT: Inappropriate language removed, please review the Forum Guidelines]
on 10-12-2017 14:45
on 11-12-2017 10:03
on 11-12-2017 11:43
Of course they don't care about the handful of customers who actually experience these issues, it isn't worth it to them. VM would rather foist these few awkward customers off onto another ISP. This isn't a significant issue, if it were you'd see new threads about it all the time rather than just a few moaners on the same old thread repeating the same thing over and over again. What is actually stunning is that there is a partial fix in the works being beta tested. I find it amazing that VM even bothered.
@donniem wrote:They don't give a **bleep** about it because they don't truly care about their customers once they're in a contract.
11-12-2017 12:00 - edited 11-12-2017 12:01